Team Leader - Member Support - Remote

Overview

The Team Leader at Tide will manage Member Support operations, ensuring smooth processes and team performance while providing guidance and support to agents.

In Short

• Manage agents and assist with difficult cases.
• Organize daily workload and assign tasks.
• Mentor employees and monitor their progress.
• Analyze data to improve processes.
• Create schedules and plan tasks.
• Coordinate with other departments.
• Participate in recruitment for Member Support.
• Handle escalated member queries.

Requirements

• 3+ years in customer service.
• Experience in team leadership.
• Organized and proactive in problem-solving.
• Ability to adapt in a fast-paced environment.
• Excellent communication skills.
• Fluency in English and French (C1/C2).
• Ability to identify process improvement opportunities.
• Familiarity with Zendesk and fintech is a plus.

Benefits

• 25 days paid annual leave.
• 3 paid days off for volunteering or L&D.
• Extended maternity and paternity leave.
• Personal L&D budget of 1000 BGN/year.
• Additional health and dental insurance.
• Mental wellbeing platform.
• Fully covered Multisports card.
• Food vouchers and office snacks.
• WFH equipment allowance.
• Flexible working from home.
• Sabbatical Leave and share options.